Member Services Team Leader (LGPS Pensions)

At LPPA, we help hundreds of thousands of members and employers navigate their pension journey. Our people play a vital role in delivering the high-quality service our clients expect, and we're looking for an experienced and motivated Member Services Team Leader to join us. This is an excellent opportunity for an established team leader who enjoys developing people, improving performance and delivering excellent customer outcomes.

As a Member Services Team Leader, you'll lead and support a team of Pension Administrators, ensuring service delivery, quality and performance standards are met whilst maintaining a positive and engaged team culture. You'll play an important role in developing team capability, managing performance and helping to identify opportunities to improve processes and customer experience.

Your responsibilities will include:

• Leading, motivating and developing a team of Pension Administrators to deliver outstanding service to our members and clients.
• Planning and managing team resources to ensure workloads are distributed effectively, and service commitments are consistently achieved.
• Taking accountability for the delivery of service level agreements (SLAs), ensuring work is completed accurately and on time.
• Building strong relationships with clients through monthly service meetings, performance reviews and the proactive resolution of service issues, complaints and challenges.
• Acting as an escalation point for complex pension administration queries, working closely with Subject Matter Experts and Principal Pension Administrators.
• Supporting and developing colleagues through regular one-to-ones, performance reviews, coaching, mentoring and team meetings.
• Recruiting, onboarding and developing high-performing team members, creating a culture of continuous learning and improvement.
• Maintaining a strong understanding of pensions legislation, regulations and industry best practice relevant to your team's work.
• Ensuring operational procedures are accurate, up to date and effectively communicated, enabling the team to work consistently and compliantly.
• Identifying and implementing process improvements to enhance efficiency, standardise activities and improve service delivery.
• Maintaining robust controls and governance processes.
• Leading and supporting key operational and client-related projects.

We're looking for an experienced people leader who thrives in a fast-paced, performance-driven environment and is passionate about delivering excellent customer outcomes. You'll bring:

• Proven experience leading and developing a KPI-driven operational team, ideally within pensions, financial services or a similar service-focused environment.
• A strong track record of performance management, using data, MI and performance metrics to drive improvements, increase productivity and achieve results.
• Experience working to challenging service standards, targets and deadlines, with the ability to balance quality and efficiency.
• Confidence in leading teams through change, helping colleagues adapt to new ways of working whilst maintaining engagement and performance.
• The ability to work independently, take ownership and demonstrate sound judgement whilst promoting a positive and collaborative team culture.
• Strong organisational and planning skills, with experience managing workloads and priorities to ensure deadlines are consistently met.
• The ability to quickly build knowledge of new legislation, regulations, systems and processes and apply this effectively within your role.
• Strong IT skills, including confidence using Microsoft Office applications such as Excel and Word.
• Excellent communication and relationship-building skills, with the ability to engage effectively with colleagues, clients, members and stakeholders at all levels.
• A genuine commitment to delivering outstanding customer service and continually improving the customer experience.
• Resilience, adaptability and a people-centred approach, with a passion for supporting and developing others to achieve their potential.

Youll stand out if you also have:

• Experience working within pensions, financial services or a regulated environment.
• Relevant pensions or leadership qualifications.
• Experience supporting process improvement or service enhancement activities.

At LPPA, we're committed to creating an environment where our people can thrive, develop and build rewarding careers. We offer:

• Salary of £38,000 - £43,000, dependent on experience.
• 25 days holiday, plus bank holidays, 2 additional concessionary days and 1 day for your birthday, with the ability to buy and sell leave.
• Local Government Pension Scheme.
• Access to a health or dental plan.
• Employee Assistance Programme.
• Employee Referral Scheme.
• Access to a bespoke reward discount scheme.
• Wellbeing webinars and social events.
• Daily free fruit and snacks.
• Free car parking in Preston city centre.

Our Values:

• Doing the Right Thing - We act with integrity, accountability and professionalism.
• Working Together - We achieve more through collaboration, inclusion and mutual support.
• Forward Thinking - We're always looking for better ways to deliver for our members, clients and colleagues.
• Committed to Excellence - We take pride in delivering outstanding service and achieving high standards.

If you're an experienced people leader who enjoys coaching teams, improving performance and delivering excellent customer service, we'd love to hear from you.